Tickets in green closed status appear as "open" tickets

[Yaakov A]

I created a new "done" status for dismissing tickets that are just alerts or information "reviewed - no action needed". It's green, which is the color of completed/closed tickets, but they're still appearing as "open" tickets and they're getting in the way of staying organized.

[Yogesh Mude]

@Yaakov A Does the resolution is set? if not, then yes, they will appear, as jira considered the items are closed or not based on the resolution but no the status.

So make sure the items resolution should be set.

[Yaakov A]

I don't see where I can set a "resolution". Once the ticket comes in I just change the status and I don't have the option to do much more with it.

Could you please explain

[sai chinamuthevi]

You need to create a post function for this from Workflow configuration.
Resolutiion will apear after the status name. Add a postfunction to transition of done and choose update issue fieds from the options and there choose resolution and set it to Done

[Yogesh Mude]

@Yaakov A  Yes, as i can see in the attached snap there is no resolution set, if it was then it had appear besides to the status. 

To set/update the resolution, as mentioned by @sai chinamuthevi  you need to add new transition from any to itself and add "update issue field" post function and select the resolution as done/resolved etc.

Either you can do the bulk update to set the resolution for all the items or set one by one. If you want to set the differenet resolution for diff status then either you can update the existing added transition and its resolution or add new transition for each status.

If you not sure how to do, then its best to reach out to your jira admin or someone who knows.

Thank you

[Yaakov A]

If I understand correctly, in the new editor, you're suggesting to add an "event" to the transition to close the ticket, right? Here are screenshots of what I set in the new editor and what it looks like in the old editor. I applied the "issue closed" whether it's coming from "Waiting for Support" or anywhere else. I re-transitioned my tickets to "Reviewed - No Action Needed" and they still appear open. I even changed them to "reopened" and back to "Reviewed - No Action Needed" and they still appear opened. What am I missing? Any chance you can show me a screenshot?

[Isabella Thomas]

That happens because simply coloring a status green doesn’t mark it as “closed.” You need to edit the workflow and set your new “done” status as a closed category so the system recognizes it properly and removes it from open tickets.